SPA Complaints Process

If your complaint is within our remit, our complaints department will consider if an early resolution is possible. This means that, with your agreement, the matter may be resolved by explanation, an apology or an assurance. If this is not possible, your complaint will proceed to the next stage in the process.

SPA Complaints Guide

For further details on the SPA Complaints Handling Policy and Procedures, please click on the links below:

SPA Complaints Policy
SPA Complaints Handling Procedures

What are the timescales?

We aim to acknowledge your complaint within three working days and provide you with an update within six weeks. We will provide you with further updates until your complaint has been concluded.